KJ
Kim J
1 reviews | Active since Apr 2010
20 Aug 2023, 17:43
One Pet Insurance
One pet insurance is not what the claim to be. They claim to cover spaying. I enquired up front about the cost before making a booking to spay my pet and was told they'd cover R1 300, it would come from day to day cover and that was the maximum for the year, because I hadn't used anything in the year. I then booked and informed one pet of the booking 48 hours prior, so that they could load the card with funds.
Instead I was sent hospital pre authorisation forms and sent running around getting forms completed and quotations and all sorts. After having to repeatedly follow up, while my dog was now in surgery, I was told spaying is not medically indicated and my claim was declined. Then they said they would cover it to R400 or so. They have yet to even pay that money.
So I've had to cover the full cost of the spay. They don't actually cover spaying, and when challenged will partially cover the tiniest portion.
Seriosly not worth the cost.
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Oneplan Insurance's replyOfficial
21 Aug 2023, 09:32Good day Kim,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Aug 2023, 09:32
Official
Good day Kim,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the Pet Med Savings benefit on the Classic plan is a day-to-day benefit and may be used towards preventative care claims for your insured pet which includes voluntary sterilization and vaccinations. The pet med savings benefit offers clients assistance in the event that clients choose to sterilize their fur babies up to a cover limit of R750 per pet covered on the Classic plan. Should clients request more cover, they can choose to add on the Pet Med Booster which offers an additional R750 towards preventative care claims.
In the event that the sterilization is medically justifiable, we will require the Vet to provide us with the fur-babies medical history, a motivational letter as well as a completed claim form in order for the claim to be reviewed under the in-hospital benefit.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan